Frequently Asked Questions.
01. Ordering & Borrowing
How do I borrow a book for the first time?
A: Follow these steps to borrow your first book:
Search for your book: Use the search bar to check if the title is listed.
Check availability:
If the book is available, you’ll see a “Borrow ” button on its details page.
If it’s unavailable, you’ll see a “Notify Me When Available” button instead.
Choose your membership:
Go to the Membership Page and select either:
Monthly Starter Plan (1 book at a time).
Annual Prime VIP Plan (2 books at a time).
Complete your signup: Fill out the membership form with your details.
Confirmation: We’ll email you within 2 hours to finalize your account.
Shipment: Once confirmed, we’ll dispatch your book within 24 hours.
How long does it take to receive my borrowed book?
All books are shipped within 24 hours of confirmation.
Delivery times depend on your location:
Nairobi: Within 24 hours.
Other regions: 1–3 business days.
You’ll receive a tracking link via SMS/email once your book is dispatched.
Can I request a book that’s not listed on your website?
A: Absolutely! Here’s how it works:
Submit a request: Email us at [hello@nile.ke].
We’ll source it:
If we secure a physical copy, we’ll add it to our library and notify you.
If the book is copyright-free, we’ll upload a free ebook/audiobook version within 48 hours.
Priority access: You’ll get first dibs on borrowing the book once it’s available.
02. Shipping & Returns
Is shipping free?
A: While we strive to keep costs low, shipping the book to you incurs a small fee to ensure safe and timely delivery. However, we cover return shipping! Here’s how it works:
You pay once: A nominal fee (starting at KES 150) is added when you borrow a book.
We handle returns: When you’re done, we’ll pick up the book at no extra cost.
Stay tuned—we’re working on free shipping promotions for loyal members!
How are books delivered, and where can I return them?
A: We’ve designed a hassle-free process to save you time and money:
Delivery: Your book is shipped via trusted couriers (e.g., Sendy, Aramex) or delivered to a pickup location near you.
Returns: Simply:
Notify us when you’re ready to return the book.
Choose:
Doorstep pickup: We’ll collect it from your home/office.
Drop-off: Leave it at a partnered pickup location (e.g., local shops, libraries).
No need to package the book—just hand it over as-is!
Do I need to cover return shipping costs?
A: Never! Returns are always free, whether we collect the book from your doorstep or a pickup location. We’ll even send you reminders to make returns stress-free.
Why we do this:
✅ Save you money
✅ Reduce environmental waste (no extra packaging!)
✅ Keep the book-lending cycle smooth for everyone
03. Swapping & Exchanges
Are all books available for immediate borrowing?
A: Most books can be borrowed instantly if they’re in stock! Here’s what to know:
Available now: Look for the “Borrow” button on the book’s details page.
Prime VIP exclusives: A curated selection of premium titles (marked “Access: Prime Membership”) are reserved for annual Prime VIP members.
Real-time updates: If a book is borrowed by someone else, you’ll see a “Notify Me When Available” option.
Pro tip: Prime VIP members get early access to new arrivals and exclusive titles!
How soon can I get a new book after returning one?
A: No waiting period! Here’s how it works:
Notify us: Send a return request at least 3 business days before you’re ready to swap.
Prepare your next read: We’ll queue your next book for dispatch.
Seamless swap: When we collect your current book, we’ll hand over your next read on the spot—no extra trips or delays!
Note: For doorstep returns, your new book will arrive with our pickup team.
Can I borrow another book before returning my current one?
A: To ensure fair access for all members, we ask that you return your current book before borrowing another. But don’t worry—we’ve made it effortless:
Fast swaps: Return your book in good condition, and we’ll dispatch your next read the same day.
Prime VIP perk: Upgrade to the annual Prime VIP Plan to borrow 2 books at a time!
Why we do this:
📚 Guarantee everyone gets a chance to enjoy popular titles.
🚀 Keep your reading journey uninterrupted with rapid turnarounds.
04. Book Care & Policies
What are your guidelines for keeping books in good condition?
A: We’re all about sharing stories, so let’s keep books fresh for the next reader! 🫶
Please:
Avoid writing, highlighting, or marking pages (even in pencil).
Use the free bookmark we provide—no dog-earing pages!
Keep books away from food, drinks, or messy environments.
Store books in a clean, dry space (no bathroom countertops!).
Important:
If a book is returned with irreparable damage (e.g., stains, torn pages), we’ll use your security deposit to replace it.
For minor wear, we’ll gently remind you and waive fees—accidents happen!
Do you guarantee the quality of borrowed books?
A: Yes! We pride ourselves on quality:
✅ Every book is inspected, sanitized, and repaired (if needed) before shipping.
✅ If a book is worn out, we replace it promptly.
✅ Not satisfied? Contact us within 24 hours of delivery, and we’ll:
Send a replacement book immediately.
Reserve your original choice for your next borrow.
Our goal: Deliver books you’ll love holding as much as reading!
What happens if I lose or severely damage a book?
A: We get it—life happens! Here’s our process:
Notify us ASAP: Reach out via [Support Chat] or email.
Replace the book: Source the same edition (new or gently used) within 7 days.
Can’t replace it? We’ll use your security deposit to cover the cost.
Note:
Membership is only paused (not terminated!) during this process.
Deposit refunds resume once the issue is resolved.
We’ve never had to permanently withhold a deposit—let’s keep it that way! 💛
05. Fees & Deposits
Is the KES 2,000 security deposit refundable?
A: Yes! Your security deposit is fully refundable when you cancel your membership, provided:
✅ All borrowed books are returned in good condition.
✅ Your account has no unresolved fees or damages.
How to claim your refund:
Return all books.
Submit a cancellation request via your account dashboard.
We’ll process the refund to your original payment method within 5 business days.
Note: Deductions may apply for unreturned books or severe damage (see our Book Care Policy).
Can I upgrade from the monthly to the yearly plan later?
A: Absolutely! Upgrading to our Prime VIP Plan (2 books at a time) is easy:
Go to your Membership Settings.
Click “Upgrade to Prime VIP.”
Pay the prorated yearly fee (we’ll deduct what you’ve already paid monthly!).
Why upgrade?
📚 Borrow 2 books at once.
💸 Gain exclusive access to all books listed.
Need help? Chat with us—we’ll handle the math!
Do you charge late fees for overdue books?
A: No late fees—ever! We want you to enjoy your book stress-free. However:
Keep your membership payments up to date to continue borrowing.
If your payment is overdue by 7+ days, your account will be paused until resolved.
What to do if you’re behind:
Settle the overdue amount via your account.
Contact us if you need a payment extension—we’re here to help!
Our goal: Keep you reading without penalties. 📖✨
06. Membership
What's the difference between the montly and yearly plans?
A: Here’s the scoop:
| Monthly Starter Plan | Annual Prime VIP Plan |
|---|---|
| Borrow 1 book at a time | Borrow 2 books at a time |
| Access to 90% of our library | Full access, including exclusive Prime titles |
| KES 1,000/month | KES 12,000/year |
Still deciding? Compare plans side-by-side or chat with us for advice!
Are there penalties for canceling my membership?
A: Zero penalties—promise! Cancel anytime, hassle-free. To ensure a smooth exit:
Return all borrowed books (in good condition, of course!).
Submit your cancellation request via Account Settings.
We’ll refund your KES 2,000 security deposit within 5 business days.
Note: Memberships auto-renew, but you can turn this off anytime. 🔄
How do I contact customer support?
A: We’re here to help—24/7! Reach out via:
💬 Live Chat: Click the chat icon (bottom-right corner).
📩 Email: [hello@nile.ke] (response within 2 hours).
📱 Social Media: DM us on Facebook , TikTok, or Twitter.
Pro tip: Include your membership ID (email or phone) for faster service!